Effective Date: 17th March 2021

1. Introduction

1.1 We understand that from time to time you may wish to return a product to us.

1.2 We have created this policy to enable you to return products to us in appropriate circumstances.

1.3 This policy shall apply to all of our customers, irrespective of their geographical location.

1.4 This policy shall apply to all orders submitted through our website.

1.5 This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).


2. Returns

2.1 If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:

(a) we receive the returned product within 14 days following the date it was delivered;

(b) the returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new;

(c) you comply with the procedure set out in this policy in relation to the return of the product; and

(d) none of the exclusions set out in this policy apply.


3. Returns procedure

3.1 In order to take advantage of your rights under this policy, you must send the product to us with a covering note quoting your order number.

3.2 Products returned under this policy must be sent by recorded delivery to:

My Doll Best Friend Ltd, Building O3, ICS House Complex, Hall Road, Heybridge, Maldon, Essex, CM9 4NF

3.3 You will be responsible for paying postage costs associated with returns under this policy.


4. Exclusions

4.1 The following types of product may not be returned under this policy:

(a) any product made to your specification;

(b) any product made to order;

(c) any product personalised or adapted for you; or


5. Refunds

5.1 We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.

5.2 We will not refund to you the original delivery charges relating to the returned product.

5.3 We will usually refund any money received from you using the same method originally used to pay for your purchase.

5.4 We will process the refund due as soon as possible and, in any event, within 14 days following the day we receive your returned product.


6. Improper returns

6.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:

(a) we will not refund the purchase price or exchange the product;

(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.


8. Our details

8.1 This website is owned and operated by My Doll Best Friend Ltd.

8.2 Our principal place of business is at 7 Bell Yard, London, England, WC2A 2JR

8.3 You can contact us:

(a) by post, using the postal address given above;

(b) using our  contact form; or

(c) by telephone, on 0343 289 4250

Version: R&R.V.2. Effective Date: 17th March 2021


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